Stage 1 — Warm Opening
Capture their details and set a professional tone. Get to understanding their needs quickly.
Opening Script
"Good [morning/afternoon], APD Accounting Services, Andrew speaking — how can I help you today?"
"Thanks for calling. Could I take your name please?"
"And how did you hear about us, [Name]?"
Good to mention early
Fully qualified — ACMA, CGMA, MAAT, MIP
All work handled personally — no junior staff or outsourcing
Fixed fees agreed upfront before any work starts
Everything done remotely — no need to travel or post documents
Stage 2 — Understand Their Business
Get a clear picture of their situation. Listen more than you talk.
Suggested Questions
"Can you tell me a little about your business and what you need help with?"
"Are you a sole trader, partnership, or limited company?"
"Roughly what is your annual turnover — just a ballpark is fine?"
"Are you currently VAT registered?"
"Do you currently have an accountant?"
"Is there any particular deadline or urgency?"
Scope reminders
Limited companies: bookkeeping to trial balance only — no CT600 or company tax returns
No payroll — refer elsewhere if needed
Stage 3 — Services Required
Tick everything that applies — feeds into the fee estimate on the next screen.
Stage 4 — Fee Estimate & Summary
Give a confident figure then read the summary script to close the call.
Estimated Fee Breakdown
Estimated Annual Total—
Final fee confirmed in engagement letter · 7-day payment terms
Common questions
"Can I pay monthly?" — Yes, monthly direct debit can be arranged.
"What do I need to send?" — Bank statements, invoices, receipts, HMRC correspondence. A full checklist comes with your engagement documents.
"How long does it take?" — Typically 2–3 weeks once we have all documents.
"Are you registered?" — Yes, fully qualified ACMA, CGMA, MAAT, MIP and AAT Licensed Accountant in Practice.
Stage 5 — Wrap Up & Actions
Confirm outcome, add notes, then send the follow-up email and add to onboarding.
Call Outcome
